Customer Success Consultant

Location: United Kingdom – Remote

Working hours: Full-time - Monday-Friday: 9am -5:30pm

About UsAt My Practice Cloud (MPC), we empower dental professionals with cloud-based tools for performance tracking, financial reporting, and multi-location management. Our platform delivers essential insights for dental practices across the UK, Ireland, Australia, and New Zealand - helping practice teams make informed, confident decisions.

Our small, dedicated team works closely with customers to deliver an outstanding experience from onboarding through to daily support. If you’re passionate about solving problems, enjoy working with both people and technology, and have hands-on dental experience, we’d love to hear from you.

The Role

As a Customer Success Consultant, you’ll be a key contact for MPC customers, supporting their technical setup and ensuring they get the most out of our platform. You’ll handle software installations, troubleshoot issues, and provide first-line support and training to dental practices using MPC alongside EXACT and Dentally.

This is a remote role with occasional in-person team or client meetings (travel expenses covered). You’ll work closely with our product and development teams to share user feedback, test new features, and help shape the future of our platform.

Key ResponsibilitiesCustomer Support

• Act as a first point of contact for customer queries and support requests.
• Investigate issues thoroughly and communicate solutions clearly to non-technical users.
• Record and track support cases using our internal tools.

Training & Onboarding

• Deliver engaging 1:1 or group training sessions to practice teams.
• Create simple documentation, videos, FAQs, and walkthroughs to support self-service learning.
• Follow up with new users to ensure successful onboarding.
• Webinars and presentations.

Collaboration & Product Feedback

• Work with product and technical teams to share customer feedback and identify improvement opportunities.
• Support testing of new features before release.
• Contribute to internal knowledge base and customer-facing resources.

Technical Setup & Support

• Manage site installations and configuration for new customers.
• Troubleshoot and resolve technical issues related to client servers and system connectivity.
• Liaise with our partners (e.g. Software of Excellence, Henry Schein One) to coordinate training, fixes or updates.

Essential Skills & Experience

• Strong communication and interpersonal skills - able to explain complex topics clearly to customers.
• Previous experience in a clinical dental practice environment, ideally as a practice manager or senior dental nurse.
• Hands-on experience using EXACT and/or Dentally practice management software.
• Ability to learn and use new technologies confidently.
• Strong organisational skills and ability to manage multiple tasks independently.
• Analytical mindset and a proactive approach to solving problems.

Nice to Have

• Experience delivering remote or in-person software training.
• Previous experience in a SaaS or tech support role.
• Comfort with support ticketing systems, knowledge bases, and collaboration tools (e.g., Intercom, Slack, Jira etc).
• Familiarity with MPC’s platform.

What We Offer

• Salary: Competitive, from £31,000 upwards depending on experience
• Pension: Competitive company pension scheme
• Sick pay scheme
• Holiday: 25 days + UK public holidays
• Remote Working: Fully remote, with occasional in-person team or client meetings (expenses covered)
• Team Culture: Friendly, supportive, agile team that values initiative, ownership, and customer focus
• Learning & Growth: Exposure to product, tech, and business functions in a fast-moving environment
• Home Office Setup: Get equipped with a high-quality PC or Mac laptop and all necessary home office equipment to ensure productivity
• Discount schemes: Access to exclusive discounts at over 30,000 brands through our HR platform

Closing Date- 1stOctober 2025.